Customer Engagement Analyst

Hot Topic HQ - City of Industry, California - Full-time


Are you ready to join our version of the Shield, finding the right super heroes(customers) with your high tech tools and gadgets? We're looking for a Customer Engagement Analyst who will grow our loyalty rewards program, credit card program, and direct marketing strategies. In this role you will leverage large scale datasets within our CRM platform to increase loyalty sign-up, drive customer engagement, and build out marketing segments. The right candidate must be comfortable with data, familiar with retail loyalty programs, and passionate about customer experience.


  • Leverage large scale databases to derive data driven insights into customer behavior that lead to profitable direct marketing strategies
  • Manage customer strategy for direct mail, loyalty, credit card, and email marketing programs
  • Plan, manage, and execute direct mail catalogs, boxstuffers coupons, and loyalty rewards
  • Build audience segments for marketing purposes
  • Partner with Ecommerce, Merchandising, and Creative groups to ensure cohesive execution of marketing strategies
  • Work with key strategic and operational vendors supporting direct marketing efforts
  • Perform reporting and analysis of campaigns, and develop actionable recommendations to optimize future performance
  • Design testing strategies that deliver better customer engagement


  • Bachelor’s degree in Business, Marketing, or quantitative discipline
  • 2+ years of experience with loyalty programs and customer retention
  • Fluent with SQL, familiarity with programs such as Epsilon and Smartbutton preferred
  • Knowledge of customer segmentation techniques and lifecycle management
  • Experience with reporting tools and business reporting
  • Ability to collaborate with cross-functional business partners and outside vendors
  • Experience developing A/B and multivariate testing strategies
  • Capacity to juggle many different projects while meeting deadlines

Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate’s eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.